Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Priority Support Engineer who is ready to join our mission in creating a #CyberFit future!
As a Priority Support Engineer, you will function as the main support technical expert in specific Company's products or services. Your responsibility will be to resolve the customers' technical incidents using your own expertise and extensive cooperation with the Company's Engineering departments, as well as craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), and communicate with the customers to their complete satisfaction.
Every member of our "A-Team" has an instrumental role and impact on the success of Acronis' innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.
WHAT YOU'LL DO Work on resolving various technical incidents for the Company's customers involving various software, networking, and hardware environments. Build and maintain strong relationships with customers able to thrive in the ever-changing work environment. Stay abreast of the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.). Maintain deep knowledge of Company operations to support client requests effectively. Interact with various departments to analyze and resolve problems. Provide technical advice to junior staff members and review technical results, evaluations, and analyses. Provide for the development of junior staff within the work group through mentoring and technical guidance. Develop documentation regarding installation, upgrades, support, and compatibility issues. WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS) Fluent French and English (both oral and written, Upper Intermediate as a minimum). Network troubleshooting experience (Wireshark, tcpdump, iperf) and proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers. Windows Server experience (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer). Business applications experience (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers). Ability to describe the details on technical issues in all their complexity when needed. Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues. Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues. Would be considered a plus if you have: 2+ years of work experience in an applicable industry and role. Linux experience. Awareness of Virtualization. *Please submit your resume and application in English.
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